Terms & Conditions
By ordering from FLOUR PATISSERIE LIMITED you agree to the following Terms & Conditions.
Payment is needed to confirm online and telephone orders and until payment is received your order cannot be guaranteed. For orders booked via an invoice pro forma payment is strongly recommended, and we reserve the right to cancel any order still awaiting payment two working days prior to the delivery/collection date.
Deliveries are made by hand on the date specified in your order. All deliveries are undertaken by Flour Patisserie Limited. Please ensure someone is available at the delivery address on the day of your order; if there is no-one on hand to receive the cupcakes we will do our very best to leave them in a safe place (with a neighbour, receptionist, caretaker etc.) If there is no safe place to leave the cupcakes they will be returned to our shop. Re delivery can be arranged within 24 hours but an extra delivery fee will be charged. If no contact is made within 24 hours your order will be disposed of. If you would like us to deliver to your place of work or somewhere with a mailroom/courier point we are happy to do so but please note that Flour Patisserie Limited cannot accept any liability for the treatment of your order or mishandling once a delivery has been made. All our drivers are instructed in the correct handling of the cakes and will always pass this information on to all recipients but once the cakes are delivered we cannot accept liability for the subsequent handling of your cakes.
If someone else will be collecting cakes from us on your behalf they must be briefed on what exactly has been ordered as all of our cakes are approved on collection/delivery as once cakes have left our bakery we can not be held liable for any damage that occurs in transit or any discrepancies from the order. Any issues should be handled directly with us at the time of collection/delivery whereby we will always make our best efforts to alter any design discrepancies within an appropriate time frame. There may be slight design discrepancies with any of our cakes as these are made fresh daily by hand by our baking and decorating team.
All our cakes and cupcakes are baked to order and we do not accept returns. For order cancellations we may offer a Credit note to the value of your order if advance notice is given. We do not issue refunds. If we are unable to fulfil and order you will be contacted via email to arrange a credit note, to reschedule or a replacement product. Credit notes or a replacement order to the same value will be given only in the event that you receive the incorrect product or if the products are shown to be of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your cakes upon arrival you must contact us within 24 hours of receipt. Flour Patisserie Limited will not accept liability for any complaints made after this time.
We reserve the right to use photographs of orders we prepare on our website, blog, Instagram and Facebook pages. If you would like to specifically request that we do not use pictures of your order, or that we provide you with a picture of your order we will usually be happy to do so but you must let us know at the time of ordering.
If you need to change the date or details of your order or cancel it altogether please contact us as far in advance as possible. Cancellations made more than 72 hours can be credited to another order which must be placed at the time of cancellation and must be rebooked on a date within 1 year of cancellation. We are unable to offer cancellation or postpone your order if we are not notified more than 72 hours prior to collection / delivery.